Hotels.com
Reviews and Complaints

My name is Jenna Buchanan. I have been a devoted customer with Hotels.com for several years now. After the third issue with this company where it has become unbearable, it's time to finally speak out. I travel all of the of the time for my work being a Department of Transportation employee as well as on my own for pleasure.

I recently got married and received at least 240 dollars in Gift cards towards hotels.com.
We applied those gift cards to our account 1 week ago and when we tried to use it tonight, There was no balance accumulated. We spent two hours on the phone with customer service. They bounced us from department to department. Two managers said they couldn't help me and as I was speaking my concerns to them they transferred me to apartments and people that I have already talked to while I was still talking. I am absolutely appalled with the lack of concern and willingness to help customers. I will make sure everyone in my field is aware of the lack of concern and sensitivity that Hotels.com has for its customers.
Please feel free to reach out to me at [protected]@gmail.com

Thanks,
Jenna Buchanan

Reference ID No - [protected] - Case ID : [REQ:S-[protected]]

This is regarding my hotel reservation for Beachfront Hotel Hokitika for 15th-16th Nov for 3 rooms. We had booked sometime in last week of Aug'17.

Due to itenary change we decided to pass through Hokitika and not stay there. When we tried to cancel the booking in last week of Sept'17 we realised we had not received any email confirmation from Hotels.com for the booking made hence were not able to quote the ID for cancellation.

Hence I wrote to the hotel stating this issue and that not to charge me. They informed me that I need to to do this via Expedia only. I called Expedia (since I thought it was the parent company and the hotel kept mentioning Expedia) but they confirmed that there's no booking made with the email add and no. I gave.

On 15th Nov we even physically went to the hotel to request but they still ended up charging us.

Now since we came back on 27th Nov I have been calling and emailing Expedia and Hotels.com but have been getting scripted answers.

According to them the hotel wont refund. What I dont understand is the below:
1) If the hotel knew I wasnt coming, why did they charge me in the first place? Is their process so mechanical or are they looking to make money off helpless customers like us.
2) Also why should I be charged the entire amount (when I didnt stay there at all!)due to only protocol when I have proof that I wanted to cancel way before.

Can anyone help me please. I've hit a wall with hotels.com on this.

We have tried to resolve this issue by phone with the hotels's respresentative without any success. Two reservations were made by hotels.com [protected] made for Monica Hernandez De La Torre and [protected] Made for Jose Fernandez Hidalgo) at the end of march of 2017. Suppossed made by phone according to the person we talked to. However, WE NEVER CALLED to make them. We used the website to reserve two rooms at a hotel in Thira (Antonia Apartment in santorini) from September 3rd to September 09th, 2017 which were cancelled about three time as the system was declining the cards provided. One of the cards were charge twice (378, 06 euros and 246.00 euros and set the wrong dates for our stay). No email/ no phone call with confirmation was received ever. (otherwise we have noticed the reservation dates were wrong)

WE REQUESTED HOTELS.COM TO PROVIDE US WITH EVIDENCE OF THE PHONE CALL AND EMAIL SENT CONFIRMING SUCH RESERVACTIONS.

Today November 29th, 2017 that informatuon was DENIED BY THE RESPRESENTATIVE.

We make a request for a full investigation and a FULL REFUND OF THE MONIES.

Thaks for your attention to this email,

Julian Fernandez Urbano
+[protected]
[protected]@hotmail.es

I am now waiting ten days since I wrote to CheapOair regarding a refund. I paid them $500.26 for three nights 11th - 14th Nov. at Hotel Pennsylvania 401, 7th Ave. N. York. This was the dirtiest hotel I have ever seen. The floor of the shower was so dirty I could not use it. On requesting a change of room from the duty manager he said he did not have one as they were fully booked but would have one the next day. I asked him to look at the room but he said it was not his responsibility. I was charged further taxes of $49.99 on arrival even though I had paid Cheap0air $67.80 taxes. It was now 5.30. p.m. and I was going to the theatre at 7.30. so I had no time to find another hotel. However, I got another hotel the next morning and left as fast as I could. I have written to the N. York Fire Department as there was no evidence of ~Sprinklers and the loose tiles on the ceiling of my room 788, were very suspicious. This room should be barred to tourists until it has been completely refurbished and made safe. None of these defects appear on the hotel's website.

I look forward to hearing from you,

Kind regards,

Ursula Gormley,
Dublin,
Ireland.

I got a cyber Monday coupon this morning for 60% off of a hotel stay in Durant Oklahoma for Choctaw casino resort. I just needed one night Dec. 9th checkout the 10th. It had the price of $247 on it when I went to book it it went to $334. I called and talked with someone about it and he ask for a code, it would not give me a code and the guy said he was sorry there was not anything he could do. If I do not get it for $247 I will contact the Better Business Bureau, because this is false advertising. My name is [removed] phone # [removed]

A recent stay at the Holiday Inn Express in Kennesaw, Ga. provided a bed for my wife and I, but lacked the full comforts of home. It started with the keys not working and then being without television service for a full day. We arrived from Michigan and really wanted to eat and unwind with some sports and normal television shows.

This incident occurred on 11/24/2017 and we would like a partial refund.
The number at the Hotel is [protected]

I'm trTrying to have my rewards points transferred to one account from a different town I'll because my email address has changed and hotels.com is giving me a hard time about me not knowing my own ZIP Code which I've only moved one and they're refusing to give me my rewards and I'm tired of them telling me what I need from them when this is why they have a customer service

Dear Fellow Travelers,
We booked our stay at the Rio All Suite Hotel & Casino Las Vegas through HOTELS.com.

When we got to check out on HOTELS.com it said our total would be $142 with all fees for 2 nights.

When we went to check in is when things went side ways with both the RIO and HOTELS.com.

We tried to use the auto kayos to check in at 5:30pm and it said our room was not ready and they would send an email when it was or come back latter…..What is up with that at 5:30 and after driving 300 miles. We had to wait in the line for 20 minutes to see someone at the check in desk.

Now is when things take a big turn for the worse…The guys tells us we must pay a resort fee of $66…We told him we had paid it when we booked the room…He said no we did not. We showed him our confirmation email. He told us that the EXTRA $73 fee was charged by HOTELS.com and did not apply to the resort fees. So we had to give him a credit card for the $66 before we where given room keys.

With this extra payment our room now cost us $208 not $141

He said the $73 was a charge HOTELS.com charged us and he did not know what it was for. We ask him how much the room be if we booked it with the Rio directly and he said $148 total.

(Below I am giving you a LONG story short)
So when we got to our room I called HOTELS.com (I have used them for over 10 years to book all my hotels) once someone answered my call at HOTELS.com he put me on hold many times. He finally said that the $73 was for the 3rd person, and it was a charge to Rio would collect from them. I told him that was not what the Rio told us, and we wanted HOTELS.com to refund us the $73. He check with the Rio and they told him they did not charge a fee for a 3rd person.

He said no way would HOTELS.com refund us because it was a charge that was in the fine print for a 3rd person when we booked. I ask to talk to his supervisor, this is when things got WORSE. She was very RUDE and said that we had nothing to talk about and that I could go on line and complain but they would not refund me for the charge even it the Rio did not charge them

The total time I was on the phone trying to get a charge the RIO would not have charged with HOTELS.com was 61 minutes.

Trust me when I say these 2 things.
#1 this is a very short part of the long story
#2 I am the person who takes care of the travel for my wife and I, AND also for my company and one of my customers company and have book well over a 100 nights through HOTELS.com….unless they fix this they will NEVER get another booking from me or any company I book for. I will just go back to Hotwire.com

So traveler be where when using HOTELS.com

Martin

We booked Bentleys hotel in Colaba this morning (9th November). We paid around 3000 rupees. When we arrived the person from hotel reception took us to our room. And the best way to describe it - it looked like a prison cell. We then laid down and tried to accept that we will only be staying here one night and we can't expect any luxury for the money we paid until I noticed many spiders and other insects on the wall and on the bed. Besides that I went to use the bathroom and it was flooded.
However I then went back to the receiption and informed the staff about my problem. They were happy to help and offered me another room which was just as bad as the previous one. On the way out we noticed many other rooms that fit the pictures we've seen on the website hence why we booked it. We went back to the reception and they decided to show us another room which was in the building they first said was fully booked... it seemed like a room the hotel staff would use for their own use as if wasn't clean.
The pictures on booking.com in no way match the actual rooms in the hotel.
With regret I had to leave the place and waste my money time to try to find and new place to spend a night in Mumbai.
I will leave a very bad review and will never return to this hotel again and I hope the other travelers don't fall in the same trap as we did.

Regards
Ilze Krastina
Booking reference [protected]

I am unsure if this is the correct contact for my complaint.

I have recently learnt that hotels.com is an affiliate of expedia Inc. Therefore, I figured contacting the main company would result in better customer service.

Myself (pregnant) my husband our 8 month old daughter and our family dog used hotels.com to book a hotel this past Friday November 3rd. We booked a room with two beds and a crib at the red roof in, in Lansing Michigan.

We arrived around 11 pm after a long drive from Brantford ontario in Canada. We were tired and ready to get our daughter down for a nights sleep. While checking in the front desk was unable to find our reservation for a while. Once they finally found it they informed us that we had cancelled our reservation through expedia the night before. (We most definatly had not) then we were informed that they are completely booked for the night. Now it is midnight standing in the lobby with a tired fussy 8 months old and great Dane stuck in our minivan for 7 hours now. It is not a good feeling when you are exhausted and have your entire family depending on you And being told your hotel room you booked ahead of time is gone.

My husband called hotels.com that said we still had a reservation. Eventually a room was found for us and we got to the room to find that there was no crib. Initially I assume oh they just havent put it in the room yet and send my husband down again to get one while I try to nurse our exhausted fussy daughter. (It is now 1 am I should add)

My husband returns to tell me that the front desk says they do not have any cribs at all. Not that they are all being used but that they do not even provide cribs at this location.

So my husband gets back on the phone to speak with hotels.com who when we booked assured us that there would be a crib available for us to use. If they had of said they do not provide cribs we would have packed our own. The customer service agent told my husband that was a special request and subject to availability. Which frankly is just ridiculous because they do not even own cribs at this particular location So It should not be an option at all while booking.
A crib is not a special request like Bath robe. A crib is a safety equipment that ensures parents their infant is in a safe location throughout the night.
When my husband complained on the phone he was offered a 30 doller coupon for our next stay with hotels.com which to be honest is just absolutely insulting. Our daughters safety is worth 30 bucks to your company?

So now myself being pregnant and exhausted after a long drive has no where safe for my infant daughter to sleep ( putting her in a bed is not a safe option for several reasons. One she could roll out of the bed and seriously hurt herself. Two our 150 pound dog often jumps onto beds and in the dark she is at risk of him accidentally jumping onto her. And three myself and husband are both exhausted and it is unsafe o co sleep with your infant while that tired as we could roll over and suffocate her, something that happens to many infants in North America each year. All risks I am unwilling to make! But hotels.com forced our family into this sittuation)

My husband told the customer service agent how ridiculous is it as a large company that we were not offered a refund. We were then told yes you can get a refund... if we leave the premises. Yes because leaving at 2 am exhausted and driving our entire family elsewhere is a safe option.

Since we were so disgusted with the lack of compassion given by your company for the horrible situation you put us into my husband refused your 30 doller coupon offer because to accept that is just offensive.

Naturally as a mother when I was finally able to calm my daughter and get her to sleep i sat awake throughout the entire night to ensure her safe sleep something I regretfully thought hotel.com had promised us.
Not not only did your company put my daughter's safety at risk once with unsafe sleeping arrangements but now myself and husband did not sleep through the night and needed to get up and drive an extremely long 7 plus hours on basically zero sleep with our daughter in the vehicle which is now putting her life at risk yet again.

So I ask you this expedia, you claim the whole purpose of your services is to make finding and booking hotels and easy seamless process for your customers. We put our family in your hands and you failed us. You did not stand up to offer us what we were told we booked you caused so much stress and frustration but most important your risked my daughter's life.

If my daughter rolled out of the bed and broke a bone or our dog jumped on her accidentally and caused serious ingurey or myself or husband rolled over and suffocated her or the next morning myself or husband fell asleep at the wheel causing an accident would your 30 doller coupon cut it?

We contracted for a room with 2 beds and a crib. After confusion stress and a waste of time we received a room with 2 beds and no crib. That is not what we agreed to pay for and we do not feel that we should have to pay one single doller for that horrible night!

We are a hard working family that does not get away often and we looked forward to that weekend as our first getaway with our daughter making great memories and we had the absolute worst time!

I am extremely disappointed with your companies customer service and plan to spread this story with all of our family friends and colleagues as well as social media. Using hotels.com or expida Inc affiliate companies has turned out to be nothing but a hassle and calling speaking directly with the hotels and booking on your own would have been much more successful.

To whom it may concern,
Firstly, My friend and i were absolutely Appauled to arrive at Dusni Apartments to find no clear instructions to check in. We had to call the UK hotels.com hotline where the woman on the end of the phone was equallly unsure. First she told us to hold the line, we waited for approximately 10 minutes for her to return back on the line and tell us someone was on their way. We waited and waited. We called the number again and were then told we had to walk 15 minutes away to collect the key!  Strolling back through the email it was not clear or easily found where to collect the keys.
After wasting a good 2 hours we finally go into our apartment.
You can imagine our horror to discover the bathroom was NOT IN THE ROOM.
This was stated  NO WHERE while booking this apartment.  The bathroom was through across the public hallway and through a LOCKED DOOR into another seperate apartment?! As you can imagine we were fuming to have to walk through the PUBLIC hallway to shower let alone to use the toilet at night and having to take a key. This also meant there was no taps or water in the room, highly inconvenient especially as the room had a "kitchette". In addition to this the apartment in which we had to enter to get to the bathroom had 3 guys staying in it! So we had to go into their front  door to use the toilet. This is appauling and made us both feel VERY uncomfortable.
My next point, our room had an opening to the guys apartment. There was a sliding door in the room which we initially thought was the bathroom. On opening it we discovered a flimsy door which was the apartment next door! NOT SAFE AT ALL, let alone making it very noisy having three lads next door. We also questioned if they had access to our room.
This whole situation is atrocious and should ALL be listed  CLEARLY on hotels.com, but nothing, not even in the small print. It made both my friend and i, both female feel very uncomfortable and we spent 3 restless nights struggling to sleep due to pratically being inside the apartment next door with the loud voices. 
To top all of this Hotels.com had listed free toiletries and bottled water which were nowhere to be seen.
I expect some sort of compensation for this inconvenience as it has hugely damped our prague experience. I am a gold rewards member with hotels, and been a loyal customer and have never encountered such an issue wherever i have stayed.  I have not even returned to the UK yet and feel the strong need to highlight this problem.

Dear Hotels.com:

Thank you for refunding my account for this establishment but would like to let you know that this was unacceptable and truly was an inconvenience. Waking up at 3am to find multiple bites and finding at least 11 bed bugs crawling around the bed after they had attacked, we immediately ironed all our clothes and cleaned every article we brought into your establishment, thus leaving items that we didn't want to risk cross contaminating into our vehicle and bringing the bedbugs to our home.

After getting up early to travel upstate New York, a long day of travel and site-seeing then having to leave abruptly with little to no sleep was not only an inconvenience but needing to drive home in the rain and no sunlight put our lives at risk.

I take matters like this seriously as a consumer and guest. Your business markets establishments who's Main responsibility is to provide a safe, clean sleeping quarter for guests who travel near or far. Please know that this is no way your fault but understand that your are also marketing an establishment that is irresponsible and could have jeapardized lives.

Best,

I have sent this email for 5 different emails found online for hotels.com and expedia.co.uk. 3 emails have bounced back to me as the domain states its an illegal and the other two replied telling me to call a number which is useless because the same ordeal happens over and over again.

Dear help team at hotels.com,

I am writing to make you aware of the unbelievably poor customer service I have received on 05/10/17 whilst making an online booking with yourselves.

At first I was very excited to book a package deal through hotels.com as I have heard great things about the company and received a pop up on your website telling me to enter promo code: aut10 to get 10% off my booking. As I followed the steps and entered my payment details I soon realised that there was no sign of a promo code/voucher box to copy the code into to receive discount (Please see attachment.) I was getting very disheartened by this point. I found a number printed at the top of the page and decided to call as it states (Free calls, 24 hours a day, 7 days a week) I spent 10 minutes waiting to get through and then a gentleman tried to help me by filling out the details from his end and trying to put the promotional code in, he had no luck and diverted my call to customer services. I explained my situation to the next person but she claimed she could not help me as she in fact works for sister company expedia.co.uk. I then got diverted a third time, feeling very frustrated, another gentleman tried to help me but again could not. Waiting another 10 minutes on the line, I was cut off! I then had to call back and go through the same process a further 31 minutes being diverted another 3 times to 2 more people who could not help from expedia.co.uk.in the end I spoke to a gentleman named bernard, he was very helpful and explained the coupon could not be inserted because it's not a hotel only booking, I was very upset and he agreed this was not clearly stated on the website (Only in small print which you can't look into whilst making a booking!) I was very unhappy but appreciated bernard's help, before I ended the call I checked with him that the call definitely was free, to find I was being charged from my mobile and I had been on the phone to your company for an hour by this point! This again is not stated on the your website therefore trading standards would call it false advertisement! (Please see attachment.)

Feeling frustrated, upset and tired by this point I had no choice but to book without discount and I proceeded with the booking online. I followed the steps and was waiting for my confirmation email to come through, within 5-10 minutes I got this but I was highly confused as it stated I had made this booking as a "guest" but I had in fact signed up as a member and now my booking is not visible under my account bookings so I cannot view or monitor it. I was extremely confused and called your company for the third time to again be diverted 2 times and be held on the line for what felt like forever! A gentleman named vijay then tried to support my call but explained he did not know how to help and told me there is no complaints team or customer services to be directed to and he suggested I wrote an email to explain my ordeal and try and get some help/money reimbursed for the poor service I have received.

I have paid what I think to be a lot of money on a package deal through your company, my expectations were high and now I am feeling very disheartened and upset with the lack of help and knowledge your call staff have on relative topics and the false advertisement on your website. I did not get to type in the promotional code that I believe to be poorly advertised, the "free calls" I have made are possibly going to cost me a fortune on mobile rate and nearly two hours of my time was spent on the phone to your call team trying to resolve issues which should not have occurred in the first place! I just wish this could have been a better experience for me so I could look forward to my trip.

I cannot find a more appropriate email address for customer satisfaction-related emails so my apologies if this email does not reach the correct person.

In addition to this, I have called a further 4 times from a landline, been redirected through hotels.com and expedia.co.uk staff who have been unable to help me, I have emailed both expedia and hotels.com for support. Finally yourselves have made me aware that my booking has been found but I am still unhappy about the horrendous ordeal I have gone through to get the correct answers! I am also very unhappy that I am going to have an expensive phone bill next month and would appreciate being reimbursed for this.

I understand I may have misunderstood the promo code offer but I really did not deserve this ordeal!
I have experienced such poor customer service, hardly any of the call staff understand how to help me and redirect me to sister company and back again or just cut me off!
What kind of company has no complaints policy therefore if something goes wrong you just have to accept it?
False advertisement states their phone line is free but it is not so i'm going to be faced with a wonderful phone bill (Over 2 hours in total!)
At the end of it all, I have now found out that my booking with hotels.com has automatically moved to sister company expedia.co.uk without informing me! I have spent a large amount of money and was heartbroken to find out that my booking had been lost!

Please help me! I am considering taking this further to citizens advice.

RE: The Guest Lodge Gainesville, GA

I checked in Friday night, Oct. 20th, for a scheduled 5 nights.
By Monday morning, I was covered with red marks, which I
then understood appeared while I was sleeping. They are
bed bug bites! I have taken many photos of these on my body.
The room was #238.

On Monday, I informed the management and switched to Room
#108. Despite this move, I'm too nervous to remain in this place
and will leave ahead of schedule, if I can find other accommodation.

When I return to Los Angeles on Wednesday, I will seek the attention
of a doctor. Needless to say, I will be contesting the AMX charges for this reservation.

Sincerely,
William J. Baldwin

Never deal with these jokers.
Their customer service consists of one person who just has no time to talk to everyone. At least, it looks this way.
I was additionally charged 40 dollars for something I have no idea about. The transaction has no name, I only see the recipient and it's the hotels.com.
Tried to find out what it was, but unfortunately, nobody picks up the phone and nobody answers my numerous emails.
Hey, you can't steal money with no responsibility!

I was quoted a price and booked a hotel in montreal thourgh hotels.com. The day before I noticed a significant price change on their own website. They refused to lower my price by saying it was a different room. It was not. I showed them on the hotel website that there were only two types of rooms and mine was one of them.

They refused to reduce the price and did nothing.

This kind price gauging should not be tolerated.

Hello

I booked a hotel room thru your website booking conf#[protected]. Both myself and my friend were to arrive in florida and call the hotel for shuttle to the hotel.
When we arrived, I called and was told by the hotel staff that our hotel had been canceled less than an hour after we placed the order with your company days in advance.
When I called your company to see what can be done I can not believe the way I was treated. Your company told me that it was not there fault that the hotel had experienced some trouble from the hurricane. I told them it was there fault that we were not notified prior to our arrival that we didn't have a room so we could have made alternate arrangements.
After your staff kept me on the phone for 3 hours haggling me for more money, we missed several rooms because of them wanting me to pay more money, in which I felt we should had been accommodated at your expense totally for the inconvenience and having to be at the air port with no room for over 3 hours, before I said I give up and would pay what I needed to because we were exhausted. When they started calling around to get us a room they had found that they had missed the opportunity because the rooms were filling up fast at most places. They ended up finding us a room that was further away from the ship port so we had to pay more to get there and we had to walk everywhere because we didn't plan on being put through what we did with your company.
I only used you because of a promotion t-moble was offering, I have also logged a complaint with them and the bbb. No one should have had to go thru this and to be haggled on the phone for over 3 hours while sitting in the airport over 1500 miles from home. We ended up spending more money on things that we had not planned to because of the delays and inconvenience we experience.

My name is Ehud Stemer.

I made a reservation for 2 rooms in france - concarneau - hotel les sables blancs - to arrive at october 4th.
Confirmation number - [protected] dated 13/5/2017.

When we arrived - we were not registered in the hotel and they had nothing from you. It was a disaster and we had to find anothe rhotel while you discarded us.

Here is a mail I sent to you at that date and a mail from the hotel that speaks for itself.

The mail I sent at that evening:
Since you ask about the check in - it was a disaster!
We arrived at the hotel around 18:15. We showed the printed reservation [protected]) but the reception knew nothing about it and did not have it in the computer!
I asked Mustafa from the hotel to call you and he discovered that you sent the confirmation to a wrong mail and he further told me it has happened last year too.
Mustafa talked to you and tried to get us a place in hotel thallao which is close by but said to us they have no vacancy.
At that point we were left to solve the problem alone - you did not call, did not ask and did not care!
We looked for a place to stay and through Booking.com found rooms in hotel Thallaso that cost us 103 Euro.
We are dissapointed and outraged.
We demand that you pay for this night and further offer each one of us a free night in a hotel at our choise (which you sell) on our next trip.
This mail does not not sum or complete all our claims and we resrlrve all our rights.
Ehud Stemer
Also on behalf of Sonnenschein.

The mail the hotel sent at that evening inter elia to show your claim of an overbookink was false:

Dear Mr. Stemer,

You presented yourself today with your booking of two superior rooms at the hotel LES SABLES BLANCS de Concarneau, but I did not confirm any reservation from HOTEL.COM.
In your presence so I immediately called HOTEL .COM to whom I requested proof of reservation and it turns out that the latter had not sent the confirmation to the correct address of our establishment and we have never received any request from them.
It is very dishonest to the client and the partner to lie and tell the guest that it is the hotel's fault if not, it is simpler to provide proof to the guest and the hotel of the confirmation document.
Dear Stemer I’m sory for this situation despite our non-responsibility and I am glad to participate in what you have found a solution.
I remain at your disposal for any other question.
We look forward to welcoming you and sincerely welcome you.
Mustapha LAGRIOUI
La Réception
Le Restaurant le Nautile L'Hôtel Les Sables Blancs Nos séjours promo-découvertes
Plage des Sables Blancs
F- 29900 CONCARNEAU
Tel. +33 (0)2.98.50.10.12 / Fax : +33 (0)2.98.97.20.92
[protected]@hotel-les-sables-blancs.com
www.hotel-les-sables-blancs.com

I await your answer. Please note what we demand in my mail quoted above.

Ehud Stemer

Good morning,
I did a reservation at Stuart Hotel in Los Angeles with this company and the room I booked doesn't look like the picture or abide by the description. I was given a false interpretation of this place and was led to belive my money was being spent on a safe place to stay. Instead, the hotel is located in a really dangerous area, upon stating there we lesrned a local gang, MS13, runs the area and from arrival we were met with people threstning to destroy our rental car. Also the hotel is really dirty and unsafe.
Our room was infested with ants, cockroaches, and worst of all, bed bugs. So bad that we could see them crawling around in the bed, pillows, and blankets. Our bodies are completely covered in bites and as we are waiting on our flight we have fevers snd feel sick. On the last day, we had leave without getting to sleep comfortable because the bited and bugs were too bad and when we contscted bith the jooking agency and hotel they didnt take us serious. We ended up staying on the floor at the airport last night, because we had to throw the bed out of the room and bedding. When they attempted to get us new clean sheets snd pillows they returned with some even worde thsn the firdt ones.
Also, the walls and ceilengs were broken and the bathroom was disgusting. The water pressure was low and the water smelled a little of sewer. The tub was absolutely disgusting and the cieling above it was going to collapse at any moment. We were fine with those inconveniences at first, but after we realized bed bugs were the cause of our bites and rashes and itchiness, we felt it is appropriate to complain and due a full reimbursement beacuse our vacation has been very unpleasant solely based on this hotel. Which is suppose to be the most minor detail of a trip.

Dear Sir/Madam,
I made a reservation [protected] with hotels.com which I understand was non-refundable. Due to the recent issues with monarch airlines and my flight being cancelled I have been forced to cancel my trip as I cannot afford to pay for another flight. I have requested hotels.com to cancel my reservation and provide me a refund as this was circumstances out of my control however they have refused. My booking is from Monday 9th- Thursday 12th October. I would greatly appreciate any help to provide me with a resolution to this matter.
Many thanks
Sobia Kosser